At a Glance
- Tasks: Deliver top-notch customer support and troubleshoot queries for our clients.
- Company: Join a leading tech company in the life sciences sector.
- Benefits: Gain valuable experience, competitive pay, and opportunities for growth.
- Other info: Dynamic office environment with a focus on continuous learning.
- Why this job: Be part of a global team making a real difference in customer satisfaction.
- Qualifications: Degree in a relevant field and a passion for problem-solving.
The predicted salary is between 25000 - 32000 £ per year.
The Customer Support Analyst is responsible for delivering high‑quality support services to IDBS’ customers. You will respond to customer queries, perform initial troubleshooting, and elevate complex cases as needed. This position reports to the Regional Operations Manager and is part of the regional customer support team located in Woking, United Kingdom. It is an office‑based role.
Working within a global follow‑the‑sun support model, you will learn ITIL‑based processes and collaborate with internal teams to ensure timely resolution and customer satisfaction. This position operates within a rotating shift model, with working hours ranging between 8:00AM and 9:00PM GMT to support extended coverage for global teams.
Responsibilities
- Deliver responsive and professional customer support by handling inquiries across email, web, and community channels; perform initial troubleshooting, escalate complex issues as needed, and provide clear updates throughout resolution.
- Collaborate with cross‑functional teams to resolve customer issues, contribute to the support knowledge base by documenting solutions, and engage in training and mentoring to continuously enhance technical and product expertise.
- Drive continuous improvement by identifying process enhancement opportunities, sharing feedback, and supporting the adoption of tools and technologies that improve customer experience and resolution efficiency.
Qualifications
- Degree (or equivalent) in biology, clinical lab science, biomedical engineering, chemistry, physics, computer science, information technology or a similar field of study with 0–2 years of experience in a technical or customer support role.
- Strong problem‑solving skills, quick learner, and customer‑focused mindset with a proactive attitude.
- Ability to work effectively in a fast‑paced, team‑oriented environment with a basic understanding of IT concepts and willingness to develop technical skills.
Preferred Skills
- Domain expertise in life sciences/biopharma with familiarity in scientific data management, lab informatics, and AWS‑based SaaS environments.
- Hands‑on experience delivering customer support services and working with tools such as Salesforce, Jira, Confluence, Splunk, and AI technologies.
- Technical knowledge of networking, Unix/Linux systems, relational databases, scripting languages (e.g., Python, R), and exposure to Quality Management frameworks or ITIL certifications.
Graduate Customer Support Analyst in Woking employer: Synergy Resourcing Solutions Limited
IDBS is an exceptional employer that fosters a collaborative and innovative work culture, providing Graduate Customer Support Analysts with the opportunity to develop their technical skills in a supportive environment. Located in Woking, UK, employees benefit from a global follow-the-sun support model, ensuring a dynamic work experience while contributing to meaningful customer solutions. With a focus on continuous improvement and professional growth, IDBS empowers its team members to excel in their roles and make a significant impact in the life sciences sector.
Contact Details:
Synergy Resourcing Solutions Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Graduate Customer Support Analyst in Woking
✨Get Chatty at Local Community Events
Dive into local meetups or community events related to customer support. These gatherings are a goldmine for making connections and learning more about what companies like Synergy Resourcing Solutions Limited value in entry-level hires. Just think of it as networking over snacks!
✨Show Off Your People Skills
Create a small digital portfolio showcasing your communication skills. You could include relevant scenarios or customer interactions—real or hypothetical. This isn't just for show; it gives hiring managers at places like Synergy Resourcing Solutions Limited a taste of how you handle customer queries.
✨Leverage Internship Platforms
Don't sleep on popular internship platforms that focus on entry-level roles in customer support. Websites like Handshake can link you directly to companies looking for fresh talent. The earlier you start exploring these options, the better your chances at landing something with Synergy Resourcing Solutions Limited!
✨Join Customer Support Forums
Participate in online forums and communities specifically for customer support professionals. Places like Help Scout’s community or even subreddits can give you insights into what skills are in demand. Plus, it’s a great way to network and discover hidden job opportunities at companies like Synergy Resourcing Solutions Limited.
We think you need these skills to ace Graduate Customer Support Analyst in Woking
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear and friendly communication is crucial. Make sure your CV highlights any previous experience where you've resolved customer queries or collaborated with a team. We love to see examples where you've turned a challenge into a positive experience!
Tailor Your Cover Letter with Enthusiasm:For an entry-level role like this one, your cover letter shouldn’t just be a summary of your CV. Instead, share why you're excited about customer support, and express your eagerness to help others. Let's see your personality shine through—tell us why you're a great fit for Synergy Resourcing Solutions Limited!
Highlight Relevant Experience:Even if you haven't worked in customer support before, include any relatable experiences—like part-time jobs, volunteer work, or internships. Show us how these have equipped you with the soft skills needed to thrive in this role, like problem-solving and patience.
Keep It Simple and Straightforward:Your CV should be easy to read—no fancy fonts or excessive jargon. Use bullet points to break down your responsibilities and achievements and stick to a clean layout. This helps us quickly see your qualifications and gives a professional vibe, even for an entry-level position!
How to prepare for a job interview at Synergy Resourcing Solutions Limited
✨Brush Up on Your Communication Skills
In customer support, communication is key. Practise explaining complex issues in straightforward language. You might even get role-play scenarios during the interview, so be ready to show off those skills!
✨Show Your Problem-Solving Prowess
Employers love seeing how you handle customer queries. Think of specific instances where you’ve resolved conflicts or helped someone out. Bring these scenarios to the table, as they can help demonstrate your problem-solving capabilities!
✨Familiarise Yourself with Common Tools
Get to grips with popular customer support tools like Zendesk or Freshdesk. Even if you haven’t used them before, being able to talk about them or their features can show you’re proactive about getting up to speed.
✨Express Your Willingness to Learn
As this is an entry-level position, they want to see your eagerness to grow. Highlight your adaptability and enthusiasm for customer support. Share any relevant experiences or coursework that show you’re committed to developing your skills!
